Complaint #5 ArtCasino

Artcasino - Offered cashback to reopen my account then refused to pay winnings

By Tammy123

2 years ago

The casino sent me an email specifically offering me cashback I had not collected before closing my account months ago. The only reason I agreed to reopen my account was because it was offering cashback (highlighted in the email) and cashback does not have the cap or terms of regular bonuses. I would not have accepted the offer otherwise. The $35 CAD amount required a 1x rollover, and I did that plus wound up winning over $2300 CAD on one game, had lots of fun, and then withdrew two amounts totalling $2000 CAD.

I then received an email telling me that the $35 was not a cashback amount and falls under regular bonus terms and conditions so I can only withdraw a max amount of $50 CAD. This isn't the first time I've been made these kinds of offers as a regular online player, so I'm very clear about terminology, terms and conditions, and make it a rule not to accept bonuses with these types of caps on winning amounts. I would not have bothered to reopen my account after losing so much money with this casino in the past, for a potential $50. It is not what was offered to me and I have the emails and screenshots to back this.

After a few email exchanges with the casino arguing the point, I took a look at my bonus/cashback history, and it clearly shows an expired cashback amount of $35 was removed and then reapplied as a money bonus on August 18 2023, the day of the email with the offer of cashback to reopen my account, and the same day I played the funds and made my withdrawals. They say that proves it wasn't cashback, but just a gesture of goodwill on my birthday. I say the terminology and intent was clear, and they are now trying to make me accept $50 instead of $2000. I need someone to please assist me with this because it's simply not fair.

I'm sending my supporting documents via support as requested due to technical issues in uploading.

Disputed Casino ArtCasino

Reason Declined payment

Amount $100

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Based on the casino's latest post, the AskGamblers Complaint Team considers this case as Resolved and would like to ask the player to reconsider accepting the proposed compensation.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Thank you all for your cooperation.

ArtCasino

• Representative

2 years ago

Hi there,

Please note we have absolutely never denied our mistake while sending out newsletter with wrong info however other evidences show that it is more than clear that was a human error. In short words wrong template was sent automatically by one of our support guys. Clearly in the system was added what was supposed to be received by the player and player was able to check his received bonus - MONEY REWARD all the time under his profile. Surely player could notified that received bonus was MONEY REWARD and not CASHBACK as player claims.

To all parties involved please have in mind that player received money reward on his birthday after 4 months of inactivity solely on decision of our Retention Team.

We agree with Askgamblers to offer 100 CAD to player as a compensation and to close this case.

Artcasino Team

Tammy123

• 9 reviews

2 years ago

I've been given some advice from a different gambling forum so I obviously have nothing to lose by asking AskGamblers for a second opinion from a different manager than the one who ultimately replied. Things don't make sense here.

If a player made an "honest mistake" and accidently bet a penny over the allowed betting amount while using a bonus the case would be closed in favour of the casino immediately in accordance with the terms and conditions. I have some pretty huge concerns when a site that is supposed to be advocating for the rights of players while a casino admittedly makes a false bonus offer is basically saying "oh well these things can happen" as if someone having $1950 confiscated unfairly is no big deal.

Anyone reading all of the emails provided, as well as the exchanges that have occured during this complaint, would have a very hard time accepting this outcome. It appears the casino has been given a lot of benefit of the doubt contrary to the facts, and I would like to believe AskGamblers is unbiased in it's approach to resolving disputes.

I respectfully request this matter be escalated and the complaint remain open to facilitate this.

Tammy123

• 9 reviews

2 years ago

The casino could not have offered me anything without first convincing me to reopen my account, which they did via the cashback offer. They then clearly tried to convince me that the cashback offer was a money bonus when they confiscated my winnings. That wasn't a mistake, it was manipulation.

The fact that AskGamblers is saying this is acceptable and an "honest mistake" after an internal conversation with the casino operator makes my stomach sick.

The casino can keep their money I don't want their $80. I want them to permanently close my account for good this time, and never contact me again. This whole thing is wrong, and now my trust in AskGamblers and the "following the hard facts" mediation process is completely gone. What a complete waste of time.

ArtCasino Complaint Stats

Resolved 1 / 1

Avg. Amount $74

Avg. Complaint Duration 9 days

Avg. Response Time 1 day